Karla Mena
Glendale,AZ
Summary
Bilingual (English/Spanish) healthcare and customer service professional with over 7 years of experience supporting patients, providers, and insurance teams across medical, telehealth, and administrative settings. Proven ability to manage patient scheduling, coordinate care, verify insurance coverage, and ensure accurate documentation while maintaining strict confidentiality and HIPAA compliance. Experienced in interpreting complex information for diverse populations and resolving inquiries with efficiency and empathy. Strong background in healthcare systems, claims support, and client communication, with a commitment to delivering high-quality service and improving patient experiences.
Overview
12
12
years of professional experience
Work History
Spanish Interpreter
Certified Languages International
Phoenix, AZ
02.2022 - Current
- Independent contractor for CLI as a Spanish interpreter. I help various medical facilities, financial institutions, courts, legal advisors etc efficiently interpret for their clients on their targeted language.
Patient Engagement Specialist
Sprinter Health
Menlo Park, CA
08.2025 - 12.2025
- Managed patient scheduling and appointment coordination
- Effectively communicated with patients to gather necessary information and ensure accurate record-keeping
- Coordinated referrals to specialists, ensuring timely appointments and seamless transitions of care
- Responded promptly to patient inquiries, providing exceptional customer service and resolving issues effectively
- Maintained confidentiality of patient information in compliance with HIPAA regulations
- Assisted in the verification of insurance coverage and obtained pre-authorizations as needed
- Scheduled follow-up appointments for patients based on provider recommendations
- Provided administrative support by managing phone calls, emails, and other correspondence related to patient care
Collections Account Manager
Discover
Phoenix, AZ
07.2024 - 03.2025
- Managed collections processes to enhance recovery rates and reduce delinquency.
- Developed and implemented strategies for effective account resolution and customer engagement.
- Analyzed account data to identify trends, improving collection effectiveness and operational efficiency.
- Led team initiatives to optimize workflow, enhancing overall department performance and productivity.
- Negotiated settlements with customers facing financial hardship to maintain goodwill while recovering outstanding debt.
- Increased recovery rates by conducting thorough investigations into debtor circumstances and tailoring collection approaches accordingly.
- Developed comprehensive knowledge of relevant regulations and industry best practices to ensure compliance in all collection activities.
Agent Support Specialist
HealthSherpa
Sacramento, CA
09.2022 - 07.2024
- As an agent support specialist we help licensed insurance agents find suitable plans for their clients. Our job is to identify errors in applications and issues within the Healthsherpa dashboard to help agents enroll their members successfully. We work with the Marketplace, CMS and Medicaid to help agents complete health applications and determine eligibility.
Bilingual Healthcare Collector
HCI INC
Phoenix, AZ
10.2018 - 10.2021
- As a medical bill collector it is my job to make sure accounts are up to date, notices are sent out accordingly and verify Health insurance information for patient if was eligible at time of service. Through out the day I work 5 screens. First screen handles payments, second handles letters, third one is client history for patients date of service, fourth one is for any attorney information such as liened accounts, workman compensation, or third party liability such as motor vehicle accidents, and last screen handles calls both inbound/outbound.
Member Service Specialist
TelaDoc
Phoenix, AZ
10.2016 - 01.2018
- As a member service specialist my job was to assist members via telemedicine when calling inbound/outbound to successfully help schedule telephone or video consultations to speak with a licensed physician. I could assist members and clients when having technical difficulties, and assist with rx issues as far as contacting pharmacies or clinical department in both English and Spanish as well as providing stellar customer service.
Spanish Interpreter
CyraCom
Phoenix, AZ
09.2014 - 10.2015
- As a Spanish interpreter I helped our clients to efficiently be able to communicate with their members.
- I received calls from all around the U.S and helped interpret for several hospitals, clinics, emergency departments, 911, court rooms, financial branches, insurance companies, contractors, attorneys, HR departments and I received commendations from our clients for my interpretations skills and successfully completed a one year interpreting course in company.
Education
High School Diploma -
Valley Vista High School
Surprise, AZBachelor of Science - Nursing
Brookline College
Phoenix, AZSkills
- Ensured accuracy and precision in documentation and reporting to uphold quality standards
- Utilized bilingual skills to support diverse client interactions and improve service delivery
- Oversaw translation processes to ensure clarity and consistency across all materials Coordinated with team members to align translation efforts with project goals Enhanced communication strategies through effective language support
- Fostered supportive environments through understanding and patience in communication
- Cultivated a team-oriented environment to drive collective success
- Protected confidential information to uphold organizational integrity and trust
- Oversaw implementation of Zendesk solutions to enhance customer support operations Collaborated with cross-functional teams to optimize workflows and improve service delivery Championed initiatives that increased user engagement and satisfaction with Zendesk services
- Utilized strong organizational skills to enhance team efficiency and productivity
- Cultivated a positive environment to enhance team motivation and productivity
- Performed data entry to ensure accurate record-keeping and information management
- Oversaw the integration of Microsoft Office tools to enhance team productivity and collaboration Championed the development of streamlined processes for document management and reporting Fostered an environment of efficiency through effective use of software applications
- Executed typing tasks at a speed of 60 words per minute to support timely project completion and documentation accuracy
- Applied medical terminology to support clinical operations and improve patient care
- Oversaw implementation of HIPAA compliance measures to safeguard sensitive patient data Led training sessions for team members on best practices for maintaining confidentiality Collaborated with cross-functional teams to enhance understanding of regulatory requirements
- Established a reputation for dependability and ethical conduct in team environments
- Maintained professionalism and calmness to effectively navigate challenging circumstances
Languages
Spanish
Interpretation - Fluent
Bilingual - Fluent
Timeline
Patient Engagement Specialist
Sprinter Health
08.2025 - 12.2025
Collections Account Manager
Discover
07.2024 - 03.2025
Agent Support Specialist
HealthSherpa
09.2022 - 07.2024
Spanish Interpreter
Certified Languages International
02.2022 - Current
Bilingual Healthcare Collector
HCI INC
10.2018 - 10.2021
Member Service Specialist
TelaDoc
10.2016 - 01.2018
Spanish Interpreter
CyraCom
09.2014 - 10.2015
High School Diploma -
Valley Vista High School
Bachelor of Science - Nursing
Brookline College